Service Centre Technical Analyst (B2B AU Telco)

MicroSourcing; Taguig; On-site; PHP 550,000 - 850,000; Full time

Job summary

MicroSourcing in Taguig is seeking a Service Centre Technical Analyst (B2B AU Telco) to join a high‑performing onsite team. You will be the technical expert handling complex network and infrastructure issues for Enterprise customers.

The role requires strong incident management, cross‑team collaboration, and a customer‑centric mindset. You will manage incidents, coordinate with TAC and MIM, coach junior specialists, and ensure clear communication and strict SLA adherence across call and

Qualifications

• Proven technical support experience in telecom managed services or large enterprise networking.
• Strong troubleshooting across Mobile, Fixed, Contact Centre, Security and Network products.
• Experience with ITSM platforms (ServiceNow) and ticketing queues.
• Willingness to work 24/7 onsite.

Responsibilities

• Provide specialist technical support for Enterprise customers across product platforms.
• Serve as primary escalation point and manage incidents for high first-touch resolution.
• Lead as technical conduit between Service Centre and MIM during outages.
• Coach and mentor junior Client Specialists to raise team capability.
• Manage customer expectations with clear communication and SLA adherence.
• Coordinate with TAC, Client Delivery, and external vendors to drive resolution.
• Ensure smooth handover between shifts and maintain documentation.

Skills

Technical support

Incident management

Major Incident Mgmt

Stakeholder mgmt

Networking

ServiceNow

Troubleshooting

24/7 roster

Tools

ServiceNow

Monitoring dashboards

Ticketing systems

Job description

Position & Location

Service Centre Technical Analyst (B2B AU Telco)
Location: BGC, Taguig
Work setup & shift: Onsite | Day shift

Job Summary

The Service Centre Technical Analyst contributes to overall customer satisfaction for Enterprise customers by providing technical expertise and customer service through management of incidents and service requests. The role is the technical expert within a high‑performing team and sets the benchmark for customer support.

Your Role

• Provide specialist technical support for Enterprise customers by detecting, diagnosing, and resolving complex network and infrastructure issues across multiple product platforms.
• Act as the primary technical expert and escalation point within the Service Centre, managing customer incidents and service requests to ensure high first‑touch resolution rates.
• Serve as the technical lead and conduit between the Service Centre and the internal Major Incident Management (MIM) team during critical outages affecting enterprise accounts.
• Provide proactive coaching, mentoring, and technical uplift to junior Client Specialists to build overall capability within the team.
• Manage end‑to‑end customer expectations through clear, constant communication and precise SLA adherence across call and ticketing queues.
• Liaise effectively with internal Technical Assistance Centers (TAC), Client Delivery teams, and external vendors to drive issue resolution.
• Ensure comprehensive handover to following shifts and maintain accurate internal technical and process documentation.

What You Need

Non‑negotiables

• Proven technical support experience within a telecom managed services or large enterprise networking environment.
• Strong technical troubleshooting aptitude across multiple platforms (Mobile, Fixed, Contact Centre, Security, and Network products).
• Proficiency in utilizing enterprise ITSM platforms (e.g., ServiceNow) and monitoring ticketing queues.
• Willingness and flexibility to adhere to a 24/7 operating roster, including onsite and after‑hours requirements.

Preferred Skills/Expertise

• ITIL Foundation certification or solid understanding of Incident and Major Incident Management processes.
• Demonstrated experience in a client‑facing role with excellent stakeholder management.

Benefits

• Competitive Rewards: above‑market compensation, healthcare coverage on day one (with dependents), paid time‑off, group life insurance, and performance bonuses.
• Collaborative Spirit: participate in company-sponsored events and activities.
• Work‑Life Harmony: balanced schedule and team‑driven initiatives designed to help you enjoy life beyond work.
• Career Growth: opportunities for continuous learning and career advancement.
• Inclusive Teamwork: celebrate diversity and foster an inclusive culture.